We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 350 results
-
Decision Reference DRN8726414
24 Mar 2014 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Ms H has complained about AXA Insurance UK Plc’s handling of her subsidence claim, made under her home insurance policy.backgroundI set out the background to and my findings about this complaint in my provisional decision issued in February 2014. The document is attached and forms part ... (7 pages)View decision -
Decision Reference DRN0078042
29 Aug 2018 Legal & General Insurance Limited Not upheldInsurance (excluding PPI)Mr L has complained about the cash settlement offered by Legal & General Insurance Limited (L&G) following a claim under his home insurance policy and about the way the claim has been handled.background Mr L made a claim to L&G after a leak from a soil pi... (4 pages)View decision -
Decision Reference DRN-2984037
31 Aug 2021 U K Insurance Limited Not upheldInsuranceDRN-2984037 The complaint Mr H complains about the conditions UK Insurance Limited (UKI) used to decline his claim under his home insurance policy. What happened Mr H made a claim for carpets that he said he had to throw out due to an unanticipated deluge of maggots in his property. UKI de... (3 pages)View decision -
Decision Reference DRN2747554
20 Sep 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mr and Mrs M complain that Royal & Sun Alliance Insurance Plc (RSA) has unfairly declined their claim for damage to the home under their building insurance policy.background Mr and Mrs M had a collapsed ceiling in a cupboard which they thought was due to a leak f... (2 pages)View decision -
Decision Reference DRN5438680
19 Nov 2018 Great Lakes Insurance SE UpheldInsurance (excluding PPI)Mr D is unhappy about the repairs carried out by Great Lakes Insurance SE’s contractors following a claim under his home insurance policy for damage caused by an escape of water at his home.backgroundI issued a provisional decision on 2 November 2018. In this I explaine... (4 pages)View decision -
Decision Reference DRN5478790
23 Sep 2020 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr C complains on behalf of his business, H, a hotel, that in respect of a commercial insurance escape of water claim Allianz Insurance Plc delayed in dealing with snagging issues and that its contractors damaged glass in a door.backgroundIn November 2015 Mr C raised a claim to Allianz fol... (2 pages)View decision -
Decision Reference DRN4234484
28 Mar 2014 Rentokil Insurance Limited Not upheldInsurance (excluding PPI)Mr J has complained about Rentokil Insurance Limited’s decision to remove cover for wood- rotting fungi from his insurance policy and to decline his claim.The circumstances of this complaint are set out in my provisional decision issued in January 2014 as outlined below: backgroundMr J h... (4 pages)View decision -
Decision Reference DRN-5354341
18 Mar 2025 Soteria Insurance Limited UpheldInsuranceDRN-5354341 The complaint Mr H complains that Soteria Insurance Limited trading as Co-Op Insurance has unfairly handled his claim made for subsidence damage to his property. What happened Mr H made a claim for subsidence damage to his property in 2019 and there has been concerns raised ... (5 pages)View decision -
Decision Reference DRN4166886
20 May 2014 St Andrew's Insurance plc Not upheldInsurance (excluding PPI)Miss C is unhappy because St Andrew’s Insurance plc (hereafter referred to as St Andrew’s) rejected her claim for damage to her floor.backgroundMiss C made a claim under her home insurance policy after the leg of a ladder went through the floorboards.A loss adjuster attended Miss C’s pr... (3 pages)View decision -
Decision Reference DRN8735073
6 May 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr L and Mrs V complain that AXA Insurance UK Plc unfairly declined their claim for damage to their shed.backgroundMr L said that severe storm winds blew in the gable end of his shed and the roof collapsed.He said the main structure of the shed was sound and the... (2 pages)View decision
